客戶管理服務(wù)中心手冊(中英文對照版)(共49頁).doc

1、輕松由我My Easy Way 神州行Shenzhouxing 客戶服務(wù)手冊User Manual一、公司介紹5I Introduction to Guangdong Mobile Communications Co., Ltd.5（一）公司介紹6(I)Company profile6（二）我們的品牌神州行6(II)Our key product- Shenzhouxing Card6（三）網(wǎng)絡(luò)介紹7(III)Introduction to our network71、網(wǎng)絡(luò)概況71.Introduction to our network72、未來展望72.Future development7

2、二、服務(wù)篇8II Services8（一）服務(wù)方式9(I)Service mode9（二）服務(wù)渠道9(II)Service channels91、溝通100服務(wù)廳91.Communication 100 service hall92、1860/1861客戶服務(wù)熱線92.Customer service hotline 1860/186193務(wù)熱線93.Service hotline 1380013800094、自助銷售終端94.Self-service sales terminals95、分銷網(wǎng)點(diǎn)95.Distribution network96、廣東移動通信公司有限

3、責(zé)任公共網(wǎng)址106.Website of Guangdong Mobile Communications Co., Ltd.107、短信渠道107.Short message channels108、24小時自助服務(wù)廳：108.24-hour self-service hall:10（三）服務(wù)受理10(III)Service contents101、購卡101.Card purchasing102、激活112.Activation113、欠費(fèi)停機(jī)重開機(jī)，掛失解掛失123.Service interruption for owning fee/reactivation; loss reporti

4、ng/reactivation after loss reporting124、補(bǔ)換卡124. Card renewal and change125、密碼設(shè)置135.Password setting136、解PUK136.PUK unblocking137、解除黑名單147.Blacklist rescission148、繳費(fèi)148.Fee payment149、短信通知服務(wù)159.Short message noticing service15三、業(yè)務(wù)篇16III Businesses16（一）基本通信17(I)Basic businesses171、來電顯示171.Caller ID di

5、splay172、短信業(yè)務(wù)172.Short messages17（二）個性通信18(II)Personalized businesses181、呼叫限制181.Call Restriction182、彩鈴業(yè)務(wù)192.CRBT service193、17951IP業(yè)務(wù)203.17951 IP service204、神州行香港、澳門、臺灣漫游214.Shenzhouxing roaming service in Hong Kong, Macao and Taiwan21（三）應(yīng)用通信23(III)Applicable businesses231、天氣預(yù)報231.Weather forecast

6、service232、手機(jī)郵箱242.Mobile phone mailbox243、廣播新干線253.Broadcasting new highway25（四）移動夢網(wǎng)26(V)Monternet261、什么是移動夢網(wǎng)？261.What is Monternet?262、如何取消移動夢網(wǎng)？262.How to cancel Monternet?26四、資費(fèi)介紹篇28IV Rates28（一）、基本資費(fèi)29(I)Basic rates29（二）12593優(yōu)惠干線30(II)12593 Preferential Line301、如何使用12593優(yōu)惠干線？301.How to use 12593

7、 preferential line?302、12593優(yōu)惠干線的資費(fèi)標(biāo)準(zhǔn)如何？302.Whats the rate for 12593 preferential line?30（三）親情號碼31(III)Familiarity Number311、什么是神州行親情號碼業(yè)務(wù)？311.What is Shenzhouxing Familiarity Number Service?312、如何設(shè)置親情號碼？312.How to set you familiarity numbers?313、親情號碼的資費(fèi)如何？323.Whats the rate of familiarity number ?32

8、（四）17951 IP電話32(IV)17951 IP call rates32（五）神州行香港、澳門、臺灣漫游資費(fèi)3233(V)Shenzhouxing roaming rate in Hong Kong, Macao and Taiwan33（六）新業(yè)務(wù)功能費(fèi)35(VI)Function fee of new businesses35（七）神州行省錢小竅門36(VII)Sweet tips for Shenzhouxing users36五、話費(fèi)查詢/充值篇37V Rate Inquiry/ Recharge37（一）余額查詢38(I)Balance inquiry38（二）國內(nèi)充值38(

9、II)Domestic recharge38（三）香港充值38(III)Recharge in Hong Kong38（四）境外客服熱線38(IV)Foreign customer service hotline38神州行客戶服務(wù)手冊User Manual for Shenzhouxing Card公司介紹Introduction to Guangdong Mobile Communications Co., Ltd.（一）公司介紹(1)Company profile廣東移動通信有限公司作為全國最早開通移動電話系統(tǒng)的移動通信運(yùn)營公司之一，公司一直秉持“溝通從心開始”的服務(wù)理念，致力為廣大客戶提

10、供優(yōu)質(zhì)、方便和個性化的移動信息服務(wù)。網(wǎng)絡(luò)覆蓋全省99%以上的人口，國內(nèi)漫游無盲區(qū)，截至2006年12月底,中國移動與216個國家和地區(qū)的285個運(yùn)營公司開通了GSM國際漫游業(yè)務(wù)，并與135個國家和地區(qū)的126個運(yùn)營商開通了GPRS國際漫游。Guangdong Mobile Communications Co. Ltd. is one of the first operators to provide mobile telephone services in China. We have always adhered to the service principle of “Communicat

11、ing from the heart”, and have been dedicated to providing personalized services with high quality and convenience. Our network covers over 99% of the province and with this network, our users can also roam to any part of China. By the end of December 2006, we have cooperated with 285 operators in 21

12、6 countries and regions to provide GSM international roaming service, and with 126 operators in 135 countries and regions to provide GPRS international roaming service.公司堅持服務(wù)與業(yè)務(wù)領(lǐng)先戰(zhàn)略，密切跟蹤世界先進(jìn)技術(shù)、引領(lǐng)移動電子商務(wù)發(fā)展潮流，在構(gòu)建移動互聯(lián)網(wǎng)、發(fā)展移動電子商務(wù)、開展信息應(yīng)用服務(wù)的道路上始終走在市場前列。300多項新業(yè)務(wù)與新服務(wù)，讓廣大客戶充分體驗到移動信息服務(wù)給生活、學(xué)習(xí)和商務(wù)帶來的方便和快捷。We have

13、always insisted on leading services and business strategies and closely followed the most cutting-edge technological trends in the world, thus leading the development of mobile e-commerce. With more than 300 new services and businesses, our users can fully enjoy the convenience provided by our mobil

14、e information services for their life, studies and businesses.我們一直謹(jǐn)記：客戶是企業(yè)生命所在。我們?yōu)榭蛻籼峁┓?wù)而存在，我們將秉承精益求精的專業(yè)精神，用心為客戶創(chuàng)造價值，為提升人民生活與工作品質(zhì)而不懈進(jìn)??！We have always upheld the principle that customers are the key to our success. With the professional spirit of constantly improving our services, we will devote ours

15、elves to providing the best services and creating high values for our customers and thus to constantly improving their living and working quality.（二）我們的品牌神州行(II)Our key product- Shenzhouxing Card輕松由我，神州行！My Easy Way, Shenzhouxing!神州行品牌是為您提供GSM數(shù)字移動電話的可充值儲值卡，采用預(yù)付費(fèi)可充值方式進(jìn)行實時計費(fèi)，是一個預(yù)付話費(fèi)的品牌。您不需要入網(wǎng)費(fèi)、月租費(fèi)，、只需

16、購買神州行號碼卡（SIM卡），就可獲得一個固定的移動電話號碼，在通過購買手機(jī)充值卡，并將卡上的面額充注動到手機(jī)號碼帳戶上，即可以享用與普通全球通客戶一樣的網(wǎng)絡(luò)覆蓋和童話服務(wù)。目前神州行可在全國大陸和香港、澳門、臺灣（神州行大眾卡除外）范圍內(nèi)實現(xiàn)自動漫游。Shenzhouxing Card is a rechargeable prepaid card for GSM digital mobile phones. Call fees are charged in real-time with the amount in this rechargeable prepaid card. It is a

17、 brand for prepaid calling cards. You can get a fixed mobile phone number without any network entrance fee or monthly rent by only purchasing a Shenzhouxing card (SIM card). After you get a SIM card, you can buy a mobile phone rechargeable card, and charge the value in the rechargeable card to your

18、mobile phone numbers account. With the SIM card and the recharged value, you can enjoy the same network and communication service with common Global Tone users. At present, Shenzhouxing users (excluding Shenzhouxing public card users and former Shenzhou public card users) can enjoy automatic roaming

19、 service in the whole Chinese mainland , Hong Kong and Macao. Now Shenzhouxing public card users and former Shenzhou public card users cannot enjoy automatic roaming service in Hong Kong, Macao and Taiwan. （三）網(wǎng)絡(luò)介紹(III)Introduction to our network1、網(wǎng)絡(luò)概況1.Introduction to our network中國移動數(shù)字移動電話網(wǎng)采用世界流行的GS

20、M（Global System for Mobile Communication）蜂窩式網(wǎng)絡(luò)標(biāo)準(zhǔn)，具有保密性強(qiáng)、通話質(zhì)量高、新業(yè)務(wù)功能多、漫游方便等特點(diǎn)。The digital mobile telephone network of China Mobile adopts the beehive network standard of GSM (Global System for Mobile Communications), which is popular in the world now. It features good security, high speech quality, m

21、ultiple services and functions, and convenient roaming.經(jīng)過十余年的網(wǎng)絡(luò)建設(shè)，我公司已建成一個覆蓋范圍廣、通信質(zhì)量高、業(yè)務(wù)種類繁多、服務(wù)水平一流的綜合通信網(wǎng)絡(luò)，近幾年的網(wǎng)絡(luò)質(zhì)量一直居全國前列，網(wǎng)絡(luò)覆蓋接近100%。Through over 10 years hard work in network construction, we have built up a comprehensive communication network featured with broad coverage area, high communication

22、quality, various business types, and top-ranking service level. Our network quality has always been ranked in the forefront all over the country, the network coverage rate being nearly 100%.2、未來展望2.Future development我國的移動通信行業(yè)在現(xiàn)代發(fā)展中急速騰飛，展示了巨大的潛力。到目前為止，我國的移動電話總用戶數(shù)已超越美國。其中，中國移動移動集團(tuán)就擁有近32億的客戶。The Mobile

23、 Communications industry in China is developing rapidly, and has shown its huge potential. To date, the number of mobile phone subscribers in China has exceeded that in the USA. And China Mobile Communications Group has about 200,000,000 users in China.我們將以真誠的服務(wù)與您攜手，共同踏入比夢想更絢爛的未來移動通信時代！We will be al

24、ways providing sincere services for our users, and cooperating with them for a prosperous Mobile Communications era in the future.神州行客戶服務(wù)手冊User Manual for Shenzhouxing Card服務(wù)篇Services（一）服務(wù)方式(I) Service mode神州行主要采用自助方式辦理業(yè)務(wù)。服務(wù)密碼就是您辦理業(yè)務(wù)的憑證，請牢記您的密碼，它將使您在辦理業(yè)務(wù)時更加輕松方便。溫馨提示：密碼設(shè)定不要過于簡單，以免被盜用。The businesses o

25、f Shenzhouxing Card are mainly managed through self-service. You can manage your businesses with your service password, so please remember this password well, with which you will be able to manage your businesses more easily and conveniently. Sweet tips: This service password should not be too simpl

26、e, in case that it would be embezzled.（二）服務(wù)渠道(II) Service channels1、溝通100服務(wù)廳1.Communication 100 service hall有“溝通100”標(biāo)志的中國移動服務(wù)廳，提供全方位、個性化、百分百滿意的服務(wù)；Every China Mobile service hall with a symbol of “Communication 100” provides all-round, personalized and satisfactory services for each user.2、1860/1861客

27、戶服務(wù)熱線2.Customer service hotline 1860/1861客戶服務(wù)人工/自動熱線，用于人工受理客戶投訴及建設(shè)，或客戶自助辦理業(yè)務(wù)。本地中國移動手機(jī)撥打10086免費(fèi)，在異地使用中國移動手機(jī)撥打02010086免收本地通話費(fèi)或漫游費(fèi)（如果在異地?fù)艽?0086，將會接入當(dāng)?shù)氐目头峋€，而非廣州的熱線），長途費(fèi)用按實收取，使用非中國移動手機(jī)撥打，按實收取本地通話費(fèi)、漫游費(fèi)或長途費(fèi)用；神州行客戶凡是可以在本地通過10086辦理的業(yè)務(wù)，均可以在異地使用02010086辦理。This manual /automatic customer service hotline is use

28、d to handle the complaints and suggestions from our users. Users can also manage their businesses themselves through this hotline. If you are a user of China Mobile Guangzhou, you can dial 10086 with your mobile phone in the metropolis free of charge. If you are not in Guangzhou, you can dial 020100

29、86 with your mobile phone and the call is free of local call fee and roaming fee (but if you just dial 10086, you will be put through to the local service hotline and not Guangzhou's), with the toll call fee to be charged accordingly. For calls made with a non-China Mobile card, the local call f

30、ee, roaming fee and toll call fee, if any, will be charged accordingly. Shenzhouxing users can dial 02010086 in other parts of China for services as the same as those provided by 10086 in Guangzhou.3務(wù)熱線3.Service hotline州行客戶可通過本機(jī)在本國范圍之內(nèi)免費(fèi)撥查詢和辦理業(yè)務(wù)。Users of Shenzh

31、ouxing Card can inquire and manage their services through dialingwith their mobile phones.4、自助銷售終端4.Self-service sales terminals您可在我公司溝通100服務(wù)廳的自助售卡機(jī)購買手機(jī)充值卡。You can buy a rechargeable card from the self-service card distribution machines in any Communication 100 service hall of our compa

32、ny.5、分銷網(wǎng)點(diǎn)5.Distribution network社會代理受理移動業(yè)務(wù)及卡類銷售網(wǎng)點(diǎn)；分銷網(wǎng)點(diǎn)均有“廣州移動授權(quán)銷售點(diǎn)”的字樣，敬請留意！It refers to China Mobile service agents and card distribution networks. Those agents and networks are all symbolized with the characters of “Authorized distribution point of Guangzhou Mobile”.6、廣東移動通信公司有限責(zé)任公共網(wǎng)址6.Website of G

33、uangdong Mobile Communications Co., Ltd.,全省統(tǒng)一網(wǎng)上移動業(yè)務(wù)咨詢、查詢和受理平臺。 This is the unified online platform of Guangdong Mobile for consultation, inquiries and service handling.7、短信渠道7.Short message channels神州行客戶可用本機(jī)免費(fèi)發(fā)送短信到186110086短信端口辦理相關(guān)業(yè)務(wù)。Users of Shenzhouxing Card can send free short messages to the 186

34、1 SMS port with their own mobile phones to manage related businesses of their cards.8、24小時自助服務(wù)廳：8.24-hour self-service hall:您可自助在服務(wù)廳的終端機(jī)上完成移動的業(yè)務(wù)查詢和業(yè)務(wù)辦理。目前開通的服務(wù)廳：You can inquire and manage your mobile services on the self-service terminal machines in the service halls. The self-service halls availabl

35、e now are listed below:（1）天河南二路24小時溝通100自助服務(wù)廳：天河南二路26號之一24-hour self-service hall on 2nd Tianhe South Road: No.26-1, 2nd Tianhe South Road（2）龍口西24小時溝通100自助服務(wù)廳：天河龍口西路210號13號鋪24-hour self-service hall on Longkou West Road: No.210-13, Longkou West Road, Tianhe District（3）中山三路24小時溝通100自助服務(wù)廳：中山三路10號之一首層2

36、4-hour self-service hall on rd Road: 1F, No.10-1, rd Road（4）中山一路24小時溝通100自助服務(wù)廳：中山一路48號吉林大酒店首層24-hour self-service hall on ZhongShan 1st Road: 1F, Jilin Hotel, No.48, ZhongShan 1st Road（5）天壽路24小時溝通100自助服務(wù)廳：天壽路8號首層101鋪 24-hour self-service hall on Tianshou Road: No.101 Stand, 1F, No.8, Tianshou Road（6

37、）華景新城24小時溝通100自助服務(wù)廳：華景路6268號首層中庭24-hour self-service hall in Huajing New City: Atrium, 1F, No.6268, Huajing Road（三）服務(wù)受理(III) Service contents1、購卡1.Card purchasing您可到我公司溝通100服務(wù)廳、分銷網(wǎng)點(diǎn)購買到神州行套卡，只收取購買套卡的費(fèi)用，不收取手續(xù)費(fèi)用。You can purchase a Shenzhouxing Card set at our Communication 100 Service Hall or a distrib

38、ution point at the cost price free of commission.溫馨提示：Sweet tips:（1）您在買卡后，請在套卡標(biāo)明的最晚首次激活日期內(nèi)進(jìn)行激活使用，最晚一次撥打激活充值電話的時間在使用套封上已注明，超過該時間還沒有撥活號碼，該儲值卡將不能再使用。After purchasing your card set, please activate it before the latest initial activation date as indicated. The deadline for the latest chargi

39、ng activation call is already indicated on the envelope of the card set. If you fail to dial the activation numberwithin the above time, the prepaid card will become invalid.（2）其中溝通100服務(wù)廳的套卡號碼實行公開化、透明化銷售，您可自主選購自已喜愛的號碼。Card sets are sold at the Communication 100 Service Hall with numbers

40、 available for open and public selection, so please feel free to choose your favorite number.（3）所購套卡的價格及內(nèi)含的預(yù)充值金額，請在購卡時詳細(xì)詢問售卡人員。Please inquire the salesperson about the price and the credit of your card set.2、激活2.Activation您購買神州行套卡后，通置密碼后激活開通，成為我公司客戶。After purchasing your Shenzhouxing Ca

41、rd set, you can enjoy our privileged services by dialingto activate the card and set a password.l 辦理手續(xù)：在您撥戶服務(wù)熱線成功激活后24小時內(nèi)系統(tǒng)予以開通。Handling formalities: The service will be available within 24 hours after you dial the customer service hotlineand successfully activ

42、ate your card.l 收費(fèi)標(biāo)準(zhǔn)：該項服務(wù)不收手續(xù)費(fèi)。Charging standard: No commission fee is charged for this service.l 神州行的有效期和保留期、冷凍期說明：Validity period, reservation period and frozen period of Shenzhouxing Card: （1）有效期：神州行的有效期從激活后開始，可以通過充值累加并延長有效期，累加后的有效期最長不可以超過兩年，累加充值金額最多不能超過5000元，不過請放心，只要不斷充值，神州行儲值卡就可以不斷使用。您也可以隨時撥打13

43、800138000查詢有效期。不同面值的充值卡會有不同的有效期。Validity period: The validity period of Shenzhouxing Card starts from its activation and can be extended by recharging. In case of extension, the validity period shall be no longer than two years and the accumulated recharging amount shall be no more than 5,000 yuan.

44、However, as long as it is recharged from time to time, the Shenzhouxing prepaid card can be maintained valid. You can also inquire about its validity period by dialingat any time. Different prepaid cards have different validity periods.（2）保留期：儲值卡的有效期過了之后，還有一段時間可通過充值使儲值卡又可以打電話，這段時間就稱為保留期

45、。如果您帳戶上的資金用完，也會進(jìn)入保留期。保留期限為90天，在保留期內(nèi)您將不能撥打和接聽電話，卡上的余額將被封存。如果您及時充值，您將獲得新的有效期，同時您原有的封存金額還可累加到新充值的金額中。如果90天內(nèi)您沒有充值，將不能再進(jìn)行充值，被視為放棄號碼并封存金額。Reservation period: After your prepaid card expires, there is still a period in which it can be used again by recharging, and this period is known as the reservation pe

46、riod. If you do not have enough funds in your account to fully pay the charge, the reservation period will begin automatically. The reservation period is limited to 90 days, in which you can neither make nor receive calls and the balance in shall be stored. If you recharge timely, you will gain a ne

47、w validity period and the original amount shall be accumulated into new recharged amount. If you do not recharge within 90 days, you can no longer recharge, which means giving up the number and restoring the amount.（3）冷凍期：儲值卡過了保留期之后，進(jìn)入了冷凍期，此卡無發(fā)法再使用。Frozen period: After the reservation period expires

48、, the prepaid card will enter the frozen period, when this card is no longer valid.3、欠費(fèi)停機(jī)重開機(jī)，掛失解掛失3.Service interruption for owning fee/reactivation; loss reporting/reactivation after loss reporting停機(jī)分為欠費(fèi)停機(jī)、申請停機(jī)兩種情況，欠費(fèi)停機(jī)指系統(tǒng)自動掃描，發(fā)現(xiàn)客戶當(dāng)前余額不足時即做停機(jī)處理，申請停機(jī) 及掛失，是客戶由于個人原因要求暫停手機(jī)號碼的使用。重開機(jī)對應(yīng)于欠費(fèi)停機(jī)，客戶繳清欠費(fèi)之后，系統(tǒng)自動

49、重開機(jī)。解掛失對應(yīng)于掛失，是客戶發(fā)起的解除申請停機(jī)（掛失）的業(yè)務(wù)。There are two reasons for service interruption: owning fee and application by users. Service interruption for owning fee refers to the situation that our system suspends the services of a card during an automatic scanning process when it finds the current amount in t

50、he card is not sufficient. Service interruption for application by users means a loss reporting. It refers to the situation that users apply to suspend the service of their phone numbers because of their personal reasons. As for the situation of service interruption for owning fee, the system will r

51、eactivate the card immediately after the user pays off his/her fees. For the reactivation after loss reporting, users must apply to reactivate the services that they applied to suspend before or with a loss reporting.（1）辦理手續(xù)：Handling formalities:欠費(fèi)停機(jī)和重開機(jī)由系統(tǒng)自動進(jìn)行，無須辦理。Service interruption for owning f

52、ee and its reactivation is done by the system automatically. Users do not need to settle these situations themselves.掛失：您可憑密碼通本機(jī)國內(nèi)范圍內(nèi)撥打）、10086自助服務(wù)熱線（本機(jī)或它機(jī)本地?fù)艽?，異地?fù)艽?2010086）、各溝通100服務(wù)廳辦理掛失業(yè)務(wù)。Loss Reporting: You can apply to suspend your services by dialing 10086 self service

53、hotline (with any mobile phones in Guangzhou), and 02010086 self service hotline in other parts of China or any Communication 100 service hall with your service password.解掛失：可憑服務(wù)密碼通線（本機(jī)國內(nèi)范圍內(nèi)撥打）、10086自助服務(wù)熱線（本機(jī)或它機(jī)本地?fù)艽?，異地?fù)艽?2010086）、各溝通100服務(wù)廳辦理解掛失；Reactivation after loss reporting: You can

54、 apply to reactivate your services after loss reporting by dialing 10086 self service hotline (with any mobile phones in Guangzhou), and 02010086 self service hotline in other areas or any Communication 100 service hall with your service password.備注：Remarks: 如果您通理了掛失業(yè)務(wù)，則必須通

55、理解掛失業(yè)務(wù)，10086自助服務(wù)熱線無法受理；同時如果您在10086自助服務(wù)熱線辦理了掛失業(yè)務(wù)，也必須通過原渠道辦理解掛失業(yè)務(wù)。If you report loss through you must apply to reactivate the services throughinstead of 10086 self service hotline. If you report loss through 10086 self service hotline, you must apply to reactivat

56、e the services through the same channel.如果你因預(yù)付費(fèi)使用完畢等原因而造成被動停機(jī),您須購買中國移動手機(jī)充值卡進(jìn)行充值,充值成功后系統(tǒng)將在24小時內(nèi)自動重開機(jī)。若自停機(jī)之日起90天內(nèi)仍不充值，該神州行號碼將不能繼續(xù)使用。If your services are suspended for such reason that your prepaid charges are used up, you must buy China Mobile rechargeable card(s) to recharge your Card. After you succ

57、essfully recharge your card, the system will automatically reactivate your services within 24 hours. If you dont recharge your card within 90 days after your services are suspended, the number of your Shenzhouxing Card can no longer be used.4、補(bǔ)換卡4. Card renewal and change補(bǔ)換卡是指客戶因失卡、壞卡等情況需要更換SIM卡，補(bǔ)卡后PUK碼將會隨之改變。Card renewal and change refers to the situation that a user needs to change a SIM card becau